We, at essensys, hope that you or your occupiers don't experience any technical issues when you are using the global private network or the essensys Platform, but, if you do, we hope that we can help you out!
You can view and search the knowledge base articles, see Knowledge Base.
This article is to guide you on how to get our help resolving problems:
Step 1: Speak with our AI bot
If you have a problem, it is important that you first search the Knowledge Base to see if you can resolve your issue without help. If you are struggling to find what you require you can ask our AI bot via our chat function, please make sure you click Ask a Question:
1. Open the essensys Platform, then in the bottom-right corner, click the Chat widget.
2. Then select Ask a question
3. You'll be routed to our AI bot that can answer any questions you may have like how do you create an occupier in the essensys Platform.
Step 2: Chat to essensys Support Team
If you have looked through the Knowledge Base pages, but can’t find a solution to your problem, you should engage with essensys support using the essensys Platform's Chat functionality.
Please keep in mind to speak with our Support Team through chat, you must select either Report an issue or Request a change and answer the questions from the AI bot.
To access the chat:
1. Open the essensys Platform, then in the bottom-right corner, click the Chat widget.
2. From this page, you'll have some options to select -
Report an Issue
When clicking on Report an issue we'd then ask you to select what you are having an issue with for example this could be an issue with the WiFi Secure:
Once this has been selected, the AI bot would then ask some information we'd require, this could be the Occupier or Users affected. This is necessary before we can start troubleshooting this issue.
Step 3: Raise a Case
If you or your occupiers are still experiencing technical issues or still have questions that you want us to answer, you can raise, monitor, and add attachments to support cases within the essensys Platform.
Raising
To raise a support case, click Operations > Support, select a Site (if necessary), and click New case.
Please ensure to include as much information as possible when raising a new case, such as email addresses or MAC addresses where applicable and what troubleshooting steps have already been taken.
If you are unsure how to find the MAC address of a device, please see here.
Monitoring
From Operations > Support, you will also be able to see open cases and monitor these as required. This page can be filtered by status, priority and Sites (if you have access to more than one).
Click on a case to view any recent updates, use the text box to comment to the team and there is also a paperclip which will allow you to attach images or files.
If you require anything urgent, we do have our support line in the UK, contact number, which is 02031025250.